- Flexibility - 2 Days WFH
- Opportunity to join a high-growth, digitally led consumer business
- Full-time, permanent role
Customer Service Lead
Sydney, CBD
Up to $120K + Super
About the company:
Join a fast-growing Australian consumer brand group operating across beauty, wellness, and lifestyle categories, with a strong ecommerce and digital-first presence. Known for innovative products, engaged online communities, and rapid growth across local and international markets, the business is continuing to invest heavily in customer experience, digital capability, and scalable operations.
About the role:
Our client is seeking a Customer Service Lead to take ownership of the end-to-end customer experience function across multiple high-growth ecommerce brands. Reporting into senior digital leadership, this role will lead daily customer service operations, optimise support systems and processes, and deliver exceptional customer experiences across all digital and marketplace channels.
This is a hands-on leadership role suited to someone who thrives in a fast-paced ecommerce environment and is passionate about building scalable customer experience functions.
Responsibilities:
- Lead and manage the end-to-end customer service function across multiple ecommerce brands
- Oversee support operations across email, live chat, helpdesk, social, AI agents, and marketplace channels
- Manage and optimise customer service platforms, workflows, automations, and operational processes
- Develop scalable SOPs, improve response quality, and drive customer satisfaction outcomes
- Lead, coach, and support a small customer service team while managing KPIs and performance metrics
- Deliver customer insights and reporting to identify trends, improve experiences, and support business decisions
About you:
- 3–5+ years’ experience in customer service or customer experience roles within ecommerce or consumer brands
- Previous experience leading or mentoring customer support teams in fast-paced environments
- Strong understanding of DTC customer journeys and post-purchase experience
- Hands-on experience using Gorgias or similar customer support platforms
- Excellent communication, stakeholder management, and problem-solving skills
- Highly organised with the ability to manage competing priorities and drive continuous improvement
Benefits:
- Hybrid working arrangement with 2 Days WFH
- Opportunity to join a high-growth, digitally led consumer business
- Work across multiple exciting ecommerce and lifestyle brands
- Fast-paced, collaborative culture with strong leadership support
- High-impact role with ownership and autonomy across customer experience
